EP3314562A1 - Système, dispositif et procédé permettant de réaliser des appels automatiques - Google Patents

Système, dispositif et procédé permettant de réaliser des appels automatiques

Info

Publication number
EP3314562A1
EP3314562A1 EP16815288.2A EP16815288A EP3314562A1 EP 3314562 A1 EP3314562 A1 EP 3314562A1 EP 16815288 A EP16815288 A EP 16815288A EP 3314562 A1 EP3314562 A1 EP 3314562A1
Authority
EP
European Patent Office
Prior art keywords
target
user
sub
audio
controller
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP16815288.2A
Other languages
German (de)
English (en)
Other versions
EP3314562A4 (fr
Inventor
Dong Chen
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Alibaba Group Holding Ltd
Original Assignee
Alibaba Group Holding Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Alibaba Group Holding Ltd filed Critical Alibaba Group Holding Ltd
Publication of EP3314562A1 publication Critical patent/EP3314562A1/fr
Publication of EP3314562A4 publication Critical patent/EP3314562A4/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0201—Market modelling; Market analysis; Collecting market data
    • G06Q30/0203—Market surveys; Market polls
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L2015/088—Word spotting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/205—Broadcasting
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems
    • H04M3/53366—Message disposing or creating aspects
    • H04M3/53375—Message broadcasting

Definitions

  • the present disclosure generally relates to the field of communications technology, and more particularly, to a system, device, and method for making automatic calls.
  • E-commerce Electronic commerce (E-commerce) platforms, such as, Taobao, Tmall, Amazon, etc., has been growing dramatically. Today after a user completes a transaction on an E-commerce platform
  • the E-commerce platform sends the user a survey to understand how satisfactory the user is using the platform to purchase items and acquire a rating on the user's experience.
  • the E-commerce platform may use the user rating to improve it services and user experiences, increase its competitiveness, and win customer resources.
  • an E-commerce platform conducts a user survey after the user sends a message to the E-commerce platform indicating receipt of the ordered goods or services, by displaying a survey to the user. If the user voluntarily provides comments to the inquiries of the survey, the E-commerce platform can acquire user ratings from the returned survey.
  • a method for making automatic calls is performed by a controller and includes: when a user order status is a target order status, acquiring a set of target audio files corresponding to the target order status and a user phone number included in recipient contact information in the user order, the set of target audio files including one or more audio files, each of the target audio files corresponding to at least one question in a survey; sending a call instruction including the user phone number to an interactive audio answering sub-system, the call instruction prompting the interactive audio answering sub-system to call to a terminal corresponding to the user phone number; and after receiving a returned response from the interactive audio answering sub-system indicating a connection to the terminal is established, sending a broadcast instruction to an audio broadcasting sub-system to play the set of target audio files.
  • the returned response is generated and forwarded by the terminal after the terminal answers the call.
  • a method for making automatic calls is performed by an interactive audio answering sub-system and includes: receiving a call instruction including a user phone number and making a phone call to a terminal corresponding to the user phone number, the call instruction being generated by a controller when a user order status is a target order status, the controller acquiring a set of target audio files corresponding to the target order status and the user phone number included in recipient contact information in a user order, the set of target audio files including one or more audio files, each of the target audio files corresponding to at least one question in a survey; sending a response to the controller indicating a connection to the terminal is established after the terminal accepts the phone call; and transmitting a set of target audio files to the terminal after an audio broadcasting sub-system responds to a broadcast instruction, the broadcasting instruction being forwarded by the controller to the audio broadcasting sub-system.
  • the broadcasting instructions are forwarded after the controller receives the response from the interactive audio answering
  • a method for making automatic calls is performed by an audio broadcasting sub-system and includes: receiving a broadcast instruction from a controller to play a set of target audio files, the broadcasting instruction being generated by the controller when a user order status is a target order status, the broadcast instruction being sent by the controller after the controller acquires a set of target audio files corresponding to the target order status and the user phone number included in recipient contact information in a user order, sends a call instruction to an interactive audio answering sub-system, and receives a response from the interactive audio answering sub-system indicating that a connection to a terminal
  • the set of target audio files including one or more audio files, each of the target audio files corresponding to at least one question in a survey, the call instruction prompting the interactive audio answering sub-system to make a phone call to the terminal corresponding to the user phone number; and playing the set of target audio files, wherein the played target audio files are acquired and transmitted by the interactive audio answering sub-system to the terminal.
  • a system for making automatic calls includes a controller, an audio broadcasting sub-system and interactive audio answering sub-system coupled to the controller, and a terminal coupled to the interactive audio answering sub-system.
  • the audio broadcasting sub-system and the interactive audio answering sub-system are coupled to each other.
  • the controller is configured to, when a user order status is a target order status, acquire a set of target audio files corresponding to the target order status and a user phone number included in recipient contact information in the user order, send a call instruction including the user phone number to the interactive audio answering sub-system, and sends a broadcast instruction to the audio broadcasting sub-system to play the set of target audio files after receiving a returned response from the interactive audio answering sub-system indicating a connection to the terminal is established, the set of target audio files including one or more audio files, each of the target audio files corresponding to at least one question in a survey.
  • the interactive audio answering sub-system is configured to receive the call instruction and make a phone call to the terminal corresponding to the user phone number, send the response to the controller after the terminal accepts the phone call, and transmit the set of target audio files to the terminal after the audio broadcasting sub-system responds to the broadcast instruction to play the set of target audio files.
  • the audio broadcasting sub-system is configured to receive the broadcast instruction sent by the controller and play the set of target audio files.
  • a device for making automatic calls includes: a data acquiring unit configured to, when a user order status is a target order status, acquire a set of target audio files corresponding to the target order status and a user phone number included in recipient contact information in the user order, the set of target audio files including one or more audio files, each of the target audio files corresponding to at least one question in a survey; a sending unit configured to send a call instruction including the user phone number to an interactive audio answering sub-system, the call instruction prompting the interactive audio answering sub-system to call to a terminal corresponding to the user phone number; a broadcasting unit configured to, after receiving a returned response from the interactive audio answering sub-system indicating a connection to the terminal is established, send a broadcast instruction to an audio
  • the returned response is generated and forwarded by the terminal after the terminal answers the call.
  • FIG. 1 is a block diagram of an exemplary system for making automatic calls, consistent with embodiments of the present disclosure.
  • Fig. 2A is a flow chart showing an exemplary method for making automatic phone calls, consistent with embodiments of the present disclosure.
  • Fig. 2B is a flow chart illustrating further steps in step S201 shown in Fig. 2A.
  • Fig. 3 is a flow chart showing a method for acquiring vocal files, consistent with embodiments of the present disclosure.
  • Fig. 4 is a flow chart showing a method for determining user ratings based on vocal files, consistent with embodiments of the present disclosure.
  • Fig. 5 is a flow chart showing a method for storing and outputting the user ratings, consistent with embodiments of the present disclosure.
  • Fig. 6 is a flow chart illustrating another method for making automatic phone calls, consistent with embodiments of the present disclosure.
  • Fig. 7 is a flow chart illustrating another method for making automatic phone calls, consistent with embodiments of the present disclosure.
  • Fig. 8 is a block diagram showing an exemplary controller for making automatic phone calls, consistent with embodiments of the present disclosure.
  • Fig. 9 is a block diagram illustrating configurations of the data acquiring unit 81 shown in Fig. 8.
  • Fig. 10 is a block diagram illustrating configurations of the broadcasting unit 83 shown in Fig. 8.
  • Fig. 11 is a block diagram showing another exemplary controller for making automatic phone calls.
  • Fig. 12 is a block diagram showing exemplary configurations of the
  • An E-commerce platform may use phone operators to orally convey questions in the survey to users and listen to user answers to the questions so as to acquire user ratings. For example, a phone operator can orally read the questions in the survey to a user and acquire user ratings.
  • the survey conducted with the above method does not depend on whether the user confirms receipt of purchased goods on line and reduces the reliance on user actions.
  • Fig. 1 is a block diagram of an exemplary system 10 for making automatic calls.
  • the system 10 includes a controller 100, an audio broadcasting
  • the audio broadcasting device 200 is coupled to the interactive answering sub-system 300.
  • the system 10 further includes an order sub-system 500 of an E-commerce merchant coupled to the controller 100, an audio file control sub-system 600 coupled to the controller 100, a vocal file processing sub-system 700 coupled to the controller 100, and an operator sub-system 800 coupled to the interactive answering sub-system 300.
  • the system 10 for making automatic calls automatically broadcasts audio survey to the users.
  • one or more audio files of the survey are pre-recorded. Steps of recording the audio files of the survey are explained below.
  • a user order may be in multiple statuses, such as a status of awaiting payment, awaiting the user to receive goods, or awaiting the user to confirm receipt of purchased items.
  • the user may have different user experiences in each of the order statuses.
  • the present disclosure will focus on the user experience in one of the important statuses as an example to explain the concept of the present disclosure.
  • the present disclosure also provides methods of generating surveys for acquiring user rating corresponding to each of the order statuses. Each of the surveys may include one or more questions.
  • a first survey is generated for acquiring user experiences in the status of awaiting payment; a second survey is generated for acquiring user experiences in the status of awaiting the user to receive goods; and a third survey is generated for acquiring user experiences in the status of awaiting the user to confirm receipt of purchased goods.
  • a survey corresponding to an order status of interest may include a set of audio files of interest (target audio files).
  • a survey of a target order status may include one or more questions.
  • a technical person can record the questions to form audio files, which can be used to generate a set of audio files corresponding to the survey. Based on these steps, each of the surveys, including a set of pre-recorded audio files that corresponds to each of the target order statuses, can be generated.
  • a system for making automatic calls consistent with embodiments of the present disclosure can simultaneously process multiple user orders.
  • the processing of each of the user orders is consistent with and similar to each other.
  • the following embodiments are provided to describe generating automatic calls with respect to one single user order.
  • the present disclosure is not so limited and can be applied to processing multiple user orders.
  • Fig. 2A is a flow chart showing an exemplary method 20 for making automatic phone calls.
  • the method 200 can be performed by, for example, the controller 100 of the system 10 for making automatic calls, shown in Fig. 1.
  • method 20 includes steps S201-S203.
  • step S201 when the user order status is the target order status, the controller 100 acquires a set of target audio files corresponding to the target order status and user phone number included in recipient contact information in the user order.
  • the set of target audio files includes one or more audio files.
  • each of the audio files corresponds to at least one question in the survey.
  • Fig. 2B is a flow chart illustrating further steps in step S201 shown in Fig. 2A.
  • the step S201 may further include steps S201 1, S2012, and S2013.
  • the controller 100 determines that the user order status is the target order status.
  • the controller 100 acquires target audio files corresponding to the order status.
  • the controller 100 acquires the user phone number included in the recipient contact information of the user order.
  • the controller 100 may determine that the user order status is the target order status in step S2011 based on, for example, the following methods.
  • the controller 100 may use the order sub-system 500 to determine that the user order status is the target order status.
  • the order sub-system 500 After the user makes an order, the order sub-system 500 generates a user order including an order identification and order status.
  • the order identification is unique and can be used to unequivocally identify the user order.
  • the order status is changeable. For example, when user makes the order without payment, the order status may be shown as "awaiting payment.” When the user makes payment but the merchant has not delivered the purchased item, the order status may be shown as "awaiting delivery.”
  • the controller 100 consistent with embodiments of the present disclosure can monitor the order status in the order sub-system 500. When the order status is changed to the target order status, the controller 100 determines that the order status is the target order status.
  • the controller 100 receives a confirmation message sent by the order sub-system 500 to determine that the order status is the target order status.
  • the order sub-system 500 monitors the order status as it changes over time. When the order sub-system 500 detects that the order status is changed to the target order status, it forwards a
  • the controller 100 receives a confirmation message from other order- status monitoring devices to determine that the order status is the target order status.
  • the order sub-system 500 can forward the order status to another monitoring device.
  • the monitoring device detects that the order status is changed to the target order status, it forwards a confirmation message to the controller 100 so that the controller 100 can determine that the order status is changed to the target status.
  • the present disclosure provides the above three methods in which the controller 500 can determine that the order status is the target order status.
  • the controller 500 may employ other methods to make the determination and is not limited to the above
  • the controller 100 may acquire target audio files corresponding to the order status in step S2012 based on, for example, the following methods.
  • the controller 100 may acquire the target audio files within itself.
  • the controller 100 or other devices may establish a set of target audio files for each of the user surveys, and store each target order status and a corresponding set of target audio files in a storage unit of the controller 100 or a storage device (not shown) connected to the controller 100.
  • the controller 100 After the controller 100 determines that the order status is the target order status in step S2011 , it searches and determines a set of target audio files corresponding to the target order status in the storage unit of the controller 100 or the storage device.
  • the controller 100 may acquire target audio files sent from another device.
  • the controller 100 or another device e.g., order sub-system 500
  • the device may establish a set of target audio files for each of the user surveys, and store each target order status and a corresponding set of target audio files in the device.
  • the device may acquire target order status sent by the controller 100, from the order sub-system 500, or by detecting or monitoring by itself the order status to know that the order status is changed to the target order status.
  • the device confirms that the order status is the target order status, it searches its own storage unit to find a set of target audio files corresponding to the target order status. The device then forwards the set of target audio files to the controller 100.
  • the controller 100 may employ other methods to confirm that the order status is the target order status.
  • the controller 100 may acquire the user phone number included in the recipient contact information in the user order in step S2013 based on, for example, the following methods.
  • the controller 100 acquires the user phone number from the order sub-system 500.
  • an order may further include contact information of the recipient.
  • the recipient contact information includes the phone number of the user. After the controller 100 acquires the recipient information on the order, it can acquire the user phone number.
  • the controller 100 needs to exchange information with the order sub-system 500 in order to acquire the user phone number.
  • the order sub-system 500 may acquire the user phone number, and store the phone number and corresponding order identification in the controller 100 and a storage device connected to the controller 100.
  • the controller 100 can search its storage unit or the connected storage device to acquire the user phone number to reduce data exchange with the order sub-system 500.
  • the controller 100 may acquire the user phone number from itself or a storage device (not shown) connected to the controller 100.
  • the controller 100 can search for the order identification in its storage unit or the connected storage device. If the controller 100 can find the order identification, then the user phone number and the corresponding order identification are stored locally. The controller can acquire the user phone number by searching the order identification. This method does not involve data exchange with the order sub-system 500 so that the search can be performed relatively quickly. If the search fails to find the order identification, the controller 100 reaches out to the order sub-system 500 to acquire the user phone number.
  • the controller 100 forwards a call instruction including the user phone number to the interactive audio answering sub-system 300.
  • the call instruction prompts the interactive audio answering sub-system 300 to make a phone call to a terminal 400 corresponding to the user phone number.
  • the controller 100 controls to transmit the target audio files to the terminal corresponding to the user phone number to automatically broadcast the survey to the user.
  • the controller 100 forwards a call instruction including the user phone number to the interactive audio answering sub-system 300, which make a phone call to the terminal corresponding to the user phone number in response to the call instruction.
  • the interactive audio answering sub-system 300 After the user answers the phone call via the terminal 400, the interactive audio answering sub-system 300 returns a response to the controller 100 indicating that a connection to the terminal 400 is established.
  • step S203 after receiving the returned response from the interactive audio answering sub-system 300, the controller 100 sends a broadcast instruction to the audio broadcasting sub-system 200 to play the set of target audio files. After the audio broadcasting sub-system 200 plays the set of target audio files, the interactive audio answering sub-system 300 receives and transmits the audio files to the terminal 400.
  • the controller 100 controls the audio broadcasting sub-system 200 to play the set of target audio files, which generates sounds.
  • the controller 100 controls the interactive audio answering sub-system 300 to convert the sounds to digital data and forward the digital data to the terminal 400.
  • the terminal 400 receives the digital data transmitted from the interactive audio answering sub-system 300 and processes the digital data to play the audio files, so that the user may listen to the audio questions of the survey.
  • the controller 100 may initiate automatic calls to the user based on the order status and forwards the survey to the user by way of playing the audio files.
  • the order status of the user prompts the controller 100 to send the survey to the user. Because order status does not depend on the user confirming receipt of the order, the methods consistent with embodiments of the present disclosure can acquire user ratings with high probability without relying on the user's action to confirm receipt of the order. Further, the conventional art uses text format to distribute the survey. The methods consistent with embodiments of the present disclosure conduct the survey by playing audio files to the user, which improves the user experience with the survey.
  • the conventional art uses a phone operator to orally read the survey to the user.
  • a controller consistent with embodiments of the present disclosure can control to automatically play the survey to the user and is more efficient than a phone operator. Further, even when user orders increases a great deal, there is no need to increase the number phone operators to conduct the survey, which saves the cost of E-commerce merchants.
  • the methods consistent with embodiments of the present disclosure can improve efficiency in conducting user survey without adding cost.
  • the method of the present disclosure further acquires user responses to the questions of the survey.
  • the controller 100 controls the audio broadcasting sub-system 200 to play the set of target audio files.
  • the controller 100 controls the interactive audio answering sub-system 300 to transmit the target audio files to the terminal 400 and to receive vocal files that include user rating information.
  • the user rating information is the user responses to the survey questions transmitted to the terminal 400 after the user listens to the target audio files corresponding to the questions of the survey.
  • each of the vocal files corresponds to a target audio file. Because one vocal file corresponds to one audio file, if a set of target audio files includes only one audio file, a set of vocal files includes only one vocal file.
  • the step of the interactive audio answering sub-system 300 receiving user ratings including vocal files are explained below.
  • the controller 100 controls the audio broadcasting sub-system 200 to play the target audio files and the interactive audio answering sub-system 300 to transmit the target audio files to the terminal 400.
  • the controller 100 receives vocal files that include user rating information from the interactive audio answering sub-system 300.
  • Fig. 3 is a flow chart showing a method 30 performed by the controller 100 for acquiring vocal files that include user rating information from the interactive audio answering sub-system 300.
  • method 30 includes steps S301-S304.
  • step S301 the controller 100 determines a current audio file from a set of target audio files that has not been played.
  • the set of target audio files includes a plurality of audio files, each of which corresponds to a question of the survey.
  • the target audio files may be lined up according to the sequential order of the questions.
  • the controller 100 controls to play the target audio files to the user based on the sequential order of the questions on the survey.
  • the controller 100 selects the first one of the un-played audio files to be the current audio file.
  • the current audio file is the next one to be played to the user.
  • step S302 the controller 100 forwards a broadcast instruction to the audio broadcasting sub-system 200, instructing the audio broadcasting sub-system 200 to play the current audio file.
  • the controller 100 sends an instruction to the audio
  • the broadcasting sub-system 200 which controls the audio broadcasting sub-system 200 to play the current audio file.
  • the interactive audio answering sub-system 300 receives and transmits the audio file to the terminal 400.
  • step S303 the controller 100 receives a vocal file (current vocal file)
  • the controller 100 starts a timer after it controls to play the current audio file. If the controller 100 receives a vocal file corresponding to the current audio file within a predetermined time period after the timer starts, it indicates that user responds to the question corresponding to the current audio file.
  • the controller 100 does not receive a vocal file corresponding to the current audio file within a predetermined time period, it indicates that user does not respond to the question corresponding to the current audio file, or that transmitting the vocal file to the controller 100 fails.
  • the controller 100 controls to re-play the current audio file. If the controller 100 fails to receive a vocal file after re-playing the current audio file, it repeats the above steps to have the current audio file played until the number of re-play equal to a predetermined number. [0072] When the number of re-playing the current audio file reaches the predetermined number and the controller 100 still fails to receive a corresponding vocal file, it is possible that the current audio file is damaged, the system for making automatic calls fails, or the terminal on the user side fails. Under these circumstances, it is in vain to continue playing the current audio file to the user, and the controller 100 stops re-playing the current audio file.
  • controller 100 may execute the next step to play another audio file or send an instruction to the interactive answering sub-system 300 to control the interactive answering sub-system 300 to switch to the operator sub-system 800. This switches the automatic system to a manual system where the survey is conducted by a customer service representative.
  • step 304 the controller 100 determines whether the set of target audio files include un-played audio files. If there is an un-played audio file, the method 30 returns to step S301. If the controller 100 determines that there is no un-played audio file, the method 30 ends.
  • methods consistent with embodiments of the present disclosure further include determining user ratings based on the received vocal files.
  • the user ratings may be determined manually. But it is less efficient to determine user ratings manually.
  • the present disclosure further provides methods for determining user ratings by computers.
  • the controller 100 may forward the vocal files to a vocal file processing sub-system 700 shown in Fig. 1.
  • the vocal file processing sub-system 700 executes steps to determine user ratings based on the vocal files. After acquiring the user ratings corresponding to the vocal files, the vocal file processing sub-system 700 returns the user rating information to the controller 100. In one embodiment, the controller 100 may execute steps to determine user ratings based on the vocal files to acquire the user ratings.
  • Fig. 4 is a flow chart showing a method 40 for determining user ratings based on vocal files.
  • the method 40 may be applied to each of the vocal files to obtain a corresponding user rating.
  • Method 40 may be performed by the controller 100 or the vocal file processing sub-system 700. Referring to Fig. 4, the method 40 includes steps S401-S403.
  • a device (the controller 100 or the vocal file processing sub-system 700) is configured to recognize the sounds of a vocal file to acquire one or more key words that can be used to indicate user ratings from the vocal file.
  • the vocal file is recognized and converted to a text file.
  • the device is configured to extract target key words that indicate the user ratings.
  • target key words include "satisfied,” “very satisfied,” dissatisfied,” or "very dissatisfied,” etc.
  • step S402 the device is configured to compare the target key words with predetermined key words.
  • the predetermined key words includes a first set of key words (first key words) indicating satisfactory and a second set of key words (second key words) indicating dissatisfactory.
  • the controller 100 compares the target key words acquired from the vocal file with the first key words. If there is a match, the target key words are determined to correspond to the first key words. The match with the first key words indicates that the user is satisfied with purchase experience. [0083] The controller 100 compares the target key words acquired from the vocal file with the second key words. If there is a match, the target key words are determined to correspond to the second key words. The match with the second key words indicates that the user is dissatisfied with purchase experience.
  • the device is configured to notify the system administrator to employ the operator sub-system 800 to manually determine the user rating.
  • step S403 when the target key words match the predetermined key words, the device is configured to determining user ratings corresponding to the target key words.
  • user ratings are determined to be a first result, which indicates that the user is satisfied with purchase experience.
  • the device when the user ratings are the second result, the device is configured to generate complaint information to inform the E-commerce merchant that the user is dissatisfied with purchase experience. In one embodiment, the device is configured to inform the system administrator to use operator sub-system 800 to manually deal with the user's dissatisfactory purchase experience.
  • the method may further include storing and outputting the user ratings.
  • Fig. 5 is a flow chart showing a method 50 for storing and outputting the user ratings. The method 50 may be performed by the controller 100. Referring to Fig. 5, the method 50 includes steps S501 and S502.
  • step S501 the controller 100 is configured to store the user ratings as answers corresponding to the questions, which are included in the audio files of the survey.
  • the controller 100 after acquiring responses to the questions presented by the audio files, stores the user ratings as answers to the survey questions to generate a question-answer table in an interface.
  • step S502 the controller 100 is configured to output the question -answer table as a survey result to a storage medium.
  • the controller 100 After generating a question-answer table as a survey result, the controller 100 outputs the survey result.
  • the survey result can be output to a review interface of the E-commerce merchant correspond to the purchase order so that the other user may view the survey result when purchasing the same item, to improve user experience with the purchase and attract more customers.
  • Fig. 6 is a flow chart illustrating a method 60 for making automatic phone calls.
  • the method 60 may be executed by, for example, the interactive audio answering sub-system 300 shown in Fig. 1.
  • the method 60 includes steps S601-S606.
  • the interactive audio answering sub-system 300 is configured to receive a call instruction including a user phone number and make a phone call to a terminal, such as the terminal 400, corresponding to the user phone number.
  • the call instruction is generated by the controller 100 after determining that the order status is the target order status.
  • the controller 100 acquires a set of audio files corresponding to the target order status and the user phone number included in the recipient information of the purchase order.
  • the set of target audio files includes one or more audio files.
  • an audio file corresponds to a question of the survey.
  • the interactive audio answering sub-system 300 can receive the call instruction including the user phone number, and make a phone call to terminal 400. After a connection to the terminal 400 is established, the terminal 400 is configured to send a response to the interactive audio answering sub-system 300.
  • step S602 after receiving the response from the terminal 400, the interactive audio answering sub-system 300 is configured to send a response to the controller 100, indicating a connection is established between the interactive audio answering sub-system 300 and the terminal 400.
  • the interactive audio answering sub-system 300 can forward the response to the controller 100 so that the controller knows that a connection to the terminal 400 is established and that it is ready to forward audio files to the terminal 400.
  • step 603 after the audio broadcasting sub-system 200 plays the set of target audio files in response to a broadcast instruction from the controller 100, the interactive audio answering sub-system 300 is configured to transmit the audio files to the terminal 400.
  • the controller 100 After the controller 100 receives the response from the interactive audio answering sub-system 300, it controls the audio broadcasting sub-system 200 to play the set of target audio files, which generates sounds.
  • the interactive audio answering sub-system 300 receives and converts the sounds into digital data and forwards the digital data to the terminal 400.
  • the terminal 400 processes the digital data to play a corresponding audio file. This enables the user to listen to the questions of the audio files.
  • the target audio files are recorded in digital form stored in the controller 100 or a storage device, such as the interactive audio answering sub-system 300. After the controller 100 receives the response from the interactive audio answering
  • the sub-system 300 forwards and controls the interactive audio answering sub-system 300 to forward the digitized audio files to the terminal 400.
  • the interactive audio answering sub-system 300 is configured to receive replies from the terminal 400.
  • the replies include vocal files containing user rating information.
  • the interactive audio answering sub-system 300 is further configured to forward the replies to the controller 100 for the controller 100 to determine the user ratings.
  • the interactive audio answering sub-system 300 is configured to receive a switch instruction from the controller 100 for switching to operator sub-system 800 to manually conduct the survey when the user ratings is the second result (dissatisfactory) or when no vocal file is received.
  • the switch instruction is generated by the controller 100 and forwarded to the interactive audio answering sub-system 300 when no vocal file containing user rating information is received within a predetermined time period, or when the user rating is the second result.
  • Fig. 7 is a flow chart illustrating a method 70 for making automatic phone calls.
  • the method 70 is executed by the audio broadcasting sub-system 200. Referring to Fig. 7, the method 70 includes steps S701 and S702.
  • step S701 the audio broadcasting sub-system 200 receives a broadcast
  • the controller 100 When the order status is the target order status, the controller 100 acquires a set of target audio files corresponding to the order status and the user phone number included in the recipient contact information on the order.
  • the controller 100 forwards a call instruction including the user phone number to the interactive audio answering sub-system 300 and receives a reply from the interactive audio answering sub-system 300 indicating a connection is established with the user terminal 400.
  • the controller 100 sends the broadcast instruction to the audio broadcasting sub-system 200.
  • the set of target audio files includes one or more audio files. In one embodiment, an audio file corresponds to a question of the survey.
  • the call instruction prompts the interactive audio answering sub-system 300 to initiate a phone call to the terminal 400 corresponding to the user phone number.
  • a reply is sent by the terminal 400 to the interactive audio answering sub-system 300 when a connection to the terminal 400 is established.
  • step 702 the audio broadcasting sub-system 200 plays the set of target audio files.
  • the target audio files can be acquired and sent by the interactive audio answering sub-system 300 to the terminal 400. Details of method 70 are explained in the description in methods 20 and 30 and are not repeated herein.
  • Fig. 8 is a block diagram showing an exemplary controller 80 for making automatic phone calls.
  • the controller 80 executes one or more of the steps of methods 20, 30, 40, and 50 shown in Figs. 2A, 2B, and 3-5.
  • the controller 80 includes a data-acquiring unit 81, a sending unit 82, and a broadcasting unit 83.
  • the data-acquiring unit 81 is configured to, when the user order status is a target order status, acquire a set of target audio files corresponding to the target order status and user phone number included in the recipient contact information in the user order.
  • the set of target audio files includes one or more audio files. In one embodiment, each of the audio files corresponds to a question in the survey.
  • the sending unit 82 is configured to forward a call instruction including the user phone number to an interactive audio answering sub-system.
  • the call instruction prompts the interactive audio answering sub-system to make a phone call to a terminal 400 corresponding to the user phone number.
  • the broadcasting unit 83 is configured to, after a response returned from the interactive audio answering sub-system indicating that a connection to the terminal is established, send a broadcast instruction to an audio broadcasting sub-system to play the set of target audio files.
  • the returned response is a reply sent by the terminal to the interactive audio answering sub-system after a connection therebetween is established.
  • the set of target audio files is played by the audio broadcasting sub-system and forwarded by the interactive audio answering sub-system to the terminal.
  • Fig. 9 is a block diagram illustrating configurations of the data acquiring unit 81 shown in Fig. 8.
  • the data acquiring unit 81 includes a determining subunit 91, a first acquiring subunit 92, and a second acquiring subunit 93.
  • the determining subunit 91 is configured to determine that the order status is the target order status. In one embodiment, the determining subunit 91 acquires the user order status from an order sub-system. When detecting that the order status is changed to the target order status, the determining subunit 91 determines that that the order status is the target order status.
  • the first acquiring subunit 92 is configured to acquire a set of target audio files corresponding to the order status.
  • the first acquiring subunit 92 acquires the set of target audio files from a storage unit or the audio file control sub-system 600 (Fig. 1), based on a mapping relation between a target order status and target audio files. That is, a set of target audio files correspond to a target order status. After the order status is determined to be the target order status, the first acquiring subunit 92 acquires a set of target audio files corresponding to the target order status.
  • the second acquiring subunit 93 is configured to acquire the user phone number included in the recipient contact information in the user order. In one embodiment, the second acquiring subunit 93 acquires the recipient contact information from the order sub-system 500 and extracts the user phone number from the recipient contact information. In another embodiment, second acquiring subunit 93 acquires the recipient contact information from a storage unit of the controller 80 or a storage device connected to the controller 80, and extracts the user phone number from the recipient contact information.
  • Fig. 10 is a block diagram illustrating configurations of the broadcasting unit 83 shown in Fig. 8.
  • the broadcasting unit 83 includes a determining subunit 101, an audio-file broadcasting subunit 102, and a vocal-file receiving subunit 103.
  • the determining subunit 101 is configured to determine an audio file as a current audio file to be played in the set of target audio files that has not been played yet.
  • the audio -file-broadcasting subunit 102 is configured to send a broadcast instruction to the audio broadcasting sub-system 200. The broadcast instruction prompts the audio broadcasting sub-system 200 to play the current audio file.
  • the vocal-file-receiving subunit 103 is configured to receive a current vocal file containing user rating information corresponding to the current audio file.
  • Fig. 11 is a block diagram showing an exemplary controller 110 for automatically making phone calls.
  • the controller 110 executes one or more of the steps of methods 20, 30,
  • controller 110 includes a data-acquiring unit 81 , a sending unit 82, a broadcasting unit 83, a receiving unit 111, a result-determining unit 112, a storage unit 113, and an output unit 114.
  • the data-acquiring unit 81, the sending unit 82, and the broadcasting unit 83 are the same or substantially the same as those shown in Fig. 8, and the details of their functions and actions are not repeated herein for brevity.
  • the receiving unit 111 is configured to receive a set of target vocal files including user rating information, transmitted from an interactive audio answering sub-system, such as sub-system 300.
  • the set of vocal files are transmitted from a user terminal, such as terminal 400, to the interactive audio answering sub-system.
  • the vocal files are user responses to questions in the survey acquired by the terminal.
  • the vocal files are played by the terminal for the user to listen.
  • each of the target vocal files corresponds to each of the audio files.
  • the result-determining unit 112 is configured to forward the set of target vocal files to a vocal-file-processing sub-system, such as sub-system 700 shown in Fig. 1, and acquire user ratings of the target vocal files transmitted from the vocal-file-processing sub-system.
  • the user ratings are generated by the vocal-file-processing sub-system processing the target vocal files.
  • the result-determining unit 112 is configured to execute steps to extract the user ratings from the target vocal files.
  • the storage unit 113 is configured to store the user ratings as answers corresponding to the questions, which are included in the audio files of the survey.
  • the storage unit 113 stores the user ratings as answers to the survey questions and corresponding questions to generate a question-answer table in an interface.
  • the output unit 114 is configured to output the question-answer table to a medium.
  • Fig. 12 is a block diagram showing exemplary configurations of the
  • the result-determining unit 112 shown in Fig. 11.
  • the result-determining unit 112 includes a recognizing subunit 121 , a matching subunit 122, and a
  • the recognizing subunit 121 is configured to perform sound recognition on the target vocal files and acquire target key words used in the target vocal file that are indicative of user ratings.
  • the matching subunit 122 is configured to compare and match the target keys words with predetermined key words.
  • the rating-result-determining subunit 123 is configured to determine the user ratings on the basis that the target key words match the predetermined key words.
  • the predetermined key words include first key words indicating satisfactory and second key words indicating dissatisfactory.
  • the rating result determining subunit 123 includes a first rating -result-determining sub-subunit 124 and a second rating-result-determining sub-subunit 125.
  • the first rating-result-determining sub-subunit 124 is configured to, when the target key words match the first key words, determine that the user ratings correspond to a first result.
  • the first result indicates that the user is satisfied with purchase experience.
  • the second rating-result-determining sub-subunit 125 is configured to, when the target key words match the second key words, determine that the user ratings correspond to a second result.
  • the second result indicates that the user is dissatisfied with purchase experience.
  • the result-determining unit 112 further includes a switch-instruction-sending subunit 126 coupled to the second
  • the switch-instruction-sending subunit 126 is configured to send a switch instruction to an interactive answering sub-system, such as sub-system 300 shown in Fig. 1, when the user ratings is the second result (dissatisfactory) or when no vocal file corresponding a target audio file is received within a predetermined time period.
  • the switch instruction switches the automatic sub-system, e.g., the interactive answering sub-system, to a manual sub-system, such as operator sub-system 800 shown in Fig. 1, where the survey is conducted by a customer service representative.
  • the illustrated methods, terminals, devices, sub-systems, and systems may be performed by software, hardware, or a combination of software and hardware. For example, they may be implemented in an application-specific integrated circuit (ASIC), general purpose computers, or other hardware devices.
  • ASIC application-specific integrated circuit
  • the steps and functions of a unit, subunit, or sub-subunit can be performed by a physical processor.
  • the steps and their relevant data structures can be stored in a non-transitory
  • the steps or functions of the present disclosure can be implemented with hardware devices, such as circuits designed to work with the processor to execute the steps or functions.
  • all or a portion of the methods can be implemented by computer programs, such as computer instructions, which, when executed by a computer, cause the computer to perform the methods or functions.
  • These computer instructions can be stored in a portable or non-portable, non-transitory computer-readable storage medium, can be transmitted by broadcasting or in a network, and/or can be stored in a memory device of a computing device.
  • a device, sub-system, system, unit, subunit, or sub-subunit consistent with the embodiments of the present disclosure includes a memory device configured to store the computer instructions and a processor configured to execute the instructions to perform the methods or embodiments of the present disclosure.

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Abstract

L'invention concerne un procédé permettant de réaliser des appels automatiques. Le procédé consiste : lorsqu'un état d'ordre d'utilisateur est un état d'ordre cible, à acquérir un ensemble de fichiers audio cibles correspondant à l'état d'ordre cible et un numéro de téléphone d'utilisateur compris dans des informations de contact de destinataire dans l'ordre d'utilisateur, chacun des fichiers audio cibles correspondant à une question dans une enquête ; à envoyer une instruction d'appel comprenant le numéro de téléphone d'utilisateur à un sous-système de réponse audio interactif, l'instruction d'appel invitant le sous-système de réponse audio interactif à appeler un terminal correspondant au numéro de téléphone d'utilisateur ; et après réception d'une réponse renvoyée à partir du sous-système de réponse audio interactif indiquant qu'une connexion au terminal est établie, à envoyer une instruction de diffusion à un sous-système de diffusion audio pour lire l'ensemble de fichiers audio cibles.
EP16815288.2A 2015-06-25 2016-06-23 Système, dispositif et procédé permettant de réaliser des appels automatiques Withdrawn EP3314562A4 (fr)

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CN201510357804.1A CN106303102A (zh) 2015-06-25 2015-06-25 自动化外呼方法、装置及系统
PCT/US2016/038994 WO2016210114A1 (fr) 2015-06-25 2016-06-23 Système, dispositif et procédé permettant de réaliser des appels automatiques

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